FareDepot.com

Hello [redacted] ,This email is in regards to the complaint for the provided information of the  Customer :-Customer Information:[redacted]Walpole , MA  [redacted]Daytime Phone: [redacted]E-mail: [redacted].comIn order to the investigation of the complaint for the...

pnr "[redacted]" , We found that the customer did book the flights with wrong name "[redacted]"We received this booking on 06th Feb 2016 and the verification process was done on the file and the file was issued on 07th Feb 2016.Certainly we have enclosed a copy of the tickets and also the copy of the confirmation email that was send to customer initially when she booked the flights with the wrong name as a proof.When customer called us from the airport in regards to the name correction, We informed her with [redacted] name correction policy and the charges , However when we called [redacted] the representative name bunny told us that Airline themselves cancelled the segments for the passenger from the airport and its not Faredepot who cancelled the outbound journey.As per the ticket rule , Tickets are non refundable and only a change can be done with Airline change fee and Fare difference.If you need any further information kindly let us know .Kind Regards,SteveFaredepot Team

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The reasoning that is be given is "It is  only good for 24 hrs." was never disclosed at the time of purchase.  If it was I would have never purchased the tickets. The company is simply trying to defraud me. The first person (Dave), told he didn't even see the $9.99 purchase or even allow me to talk to a manager about this. Now they are saying "Yes" I bought it but it was only for one day. That wasn't disclosed when I purchased it and the tickets. I willing to start a class action law because this is illegal. 
Regards,
[redacted]

Hello [redacted] ,The Circumstances and action taken by Faredepot to resolve the complaint from client [redacted] pnr "[redacted]"are as follows:-Initially client opted to do a date change on the reservation , we quoted the client as per the airline policy and passenger agreed to the new option...

provided , and we processed the changes.However due to some technical issues we were not able to reissue the tickets and advised the same to the client and passenger was ok to take the refund for the tickets.We processed the refund from our end with clients authorization on the email , however by the time client disputed on the charges that we collected for the date change.One of our representative has already spoken to client and asked to lift the dispute so that we can process a refund from our end , however pas has replied us that once he is back he will lift the dispute and will resolve the with a refund.Certainly attached is the copy of the authorization form as a proof from the client so that we can go ahead and make the charges on the card.If you need any further information kindly advise us Best Regards,




Steve


[redacted] / ###-###-####

FareDepot

Office: ###-###-####
/ Fax: ###-###-####
[redacted]
Arlington, VA 22209

www.faredepot.com

Hi, here is what we communicated to you via your email at the time of ticketing, please review and advise any further concerns. Thanks

Case #: [redacted], We understand the frustration you are dealing with when trying to get the best deal and then when you finally got it the agency is messing things up. But what you forgot to mention is that your booking came in as sketchy, slightly high risked so we sent you an...

authorization form; which is supposed to be returned back in a timely fashion. In this case, because you failed to send in the authorization form on time your fare increased. Airline fares change frequently without notice. When you asked for a refund it was not possible because of the airline. So, we advised you to pay the difference so it would be easy to issue. If you have any further questions or concern, please do not hesitate to call or email us at [email protected]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello Mrs. [redacted],We are deeply sorry about the inconvenience in you travel booking experience. Since security is so uptight about the way we travel, as a travel agency we are required to undergo strict procedures on how we process the bookings. The authorization form that is sent out is to verify the passengers that are booking with the main card holder. To put your name  and the amount of additional passenger is not satisfactory according to the airline themselves, who is also in charge of fees and deciding on whether to allow any passenger to board and fly. Please understand that we areonly abiding by the airline rules and the transportation policies.  If you have any further questions, please do not hesitate to call or email us at [email protected] and our knowledgeable associates will be happy to assist you. Thank you & Kind regards,FareDepot Support Manager

This email is regard to the complaint received from Revdex.com to [redacted]We received this booking on 12 March, 2016 and tickets was issued the same day, However due to Airline restriction the amount charged on client's card was higher by CAD6.50 and by oversight it missed the refund...

process.We spoke to the client and resolved the problem immediately before he launched a complaint to Revdex.com.Thank youStanford

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: the FareDepot people are not telling the truth.It is better for them to tell the whole true story.I made the reservation, and received a confirmation on 3/31/2016 at 5:24 PM.two hours later, instead of receiving the form from them, they sent another confirmation at 7:28 PM.I waited and called them. but they didn't send the form till 12:45 AM.once I got it, I finished everything and sent it back to them.I even called them multiple times to confirm they got it, and they said everything looks fine and should get a final confirmation within 2 hours, ever time I call them. but they didn't send anything. Till they tried to book the trip with a higher price.
Regards,
[redacted]

Case #: [redacted] Mr. [redacted], We apologize for the inconvenience in your travel booking experience. We understand the frustration you are going through when you are trying to attend something and things are not going your way. What you forgot to mention is that our team sent you an authorization...

form which is supposed to be returned back within 24 hours. Because you failed to return the authorization form we were obligated to cancel your ticket. According to our team, you were never charged, maybe for a security charge of one dollar, which is expected to be refunded back to you within 24 hours. If you have any further questions or concerns, please do not hesitate to call or email us at [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:AS I stated to the business in the original email, The form was NOT working, and would not allow me to put in the information for all the travelers. The business could have called me to get this straightened out. At the very leat, once a credit card is given for payment, that should be when the fare is secured. THIS is my complaint. I just don't want anyone else to get stuck like I did.No matter, I found plane tickets through another travel agent who did not pull this- once I made payment, we were confirmed immediately.
Regards,
[redacted]

Case #: [redacted] Mr. [redacted] We apologize for the inconvenience in your travel booking experience. It is extremely difficult to change departure and arrival dates on tickets especially on difficult airlines like [redacted]. The airline requires a penalty fee and if not accepted in time the airline...

fare could change without notice. So, we advised you that you get a new ticket. According to my team you should have not been charged. There might be a security charge or $1 which would be refunded back to you within 24 hours. If you have any further questions or concern, please do not hesitate to call or email us at [redacted]

Hello Ms. [redacted], We apologize for the inconvenience in your travel booking experience. According to our team you requested a refund within days of your flight, which we explain in our customer information section that customer are not allowed to request a refund within days of their...

flight. You insisted  that you would still like a refund due to some problem that was going on in your life, so as a company that is always there for our customers we went to the airline requesting the  refund. They responded that there would be fees involved. And you would expect  a refund to be returned back within 4-6 business days.If you have not yet received your refund or you have any questions or concern, please do not hesitate to call or email us at [redacted] and one of our knowledgeable associates will be happy to assist you.Thank you & Kind regards,FareDepot Support Manager

We have provided detailed overall facts towards your claim and we believe there is not much for us to add, as such, we are closing this case at our end.SincerelyFaredepoT LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:This response is not addressing the issue discussed- lack of customer service during operating hours. The issue is the travel agency did not respond to my calls so I could rebook a different flights before the flight departure. The airline itself responded to my calls and told me the only ones who could rebook the flight for me was the travel agency. The travel agency's lack of response caused me to lose the flight. They should take responsibility for not providing customer  service during the operation hours advertised on their website. The only way to rebook a flight with this travel agency is via phone, if they don't answer the phone during business hours customers have no power to modify their flight iteneraries. 
Regards,
[redacted]

From: Michael at FareDepot<[redacted]>Date: Thu, Jan 12, 2017 at 4:38 PMSubject: Re: cid [redacted] / [redacted]To: [redacted] <[redacted]>Good afternoon Ms. [redacted],We appreciate you giving us a call and a chance to get to know each other and getting the...

opportunity to work together to improve the face of the business. This is the response to this case for [redacted] S [redacted]. Please let me know if you have any questions or concerns.Dear [redacted] S [redacted], We apologize for the inconvenience in your travel booking experience. Due to the increase in security recently and the need to verify customers who have multiple people on their ticket. In this case, we sent out an authorization form which is made to verify the passengers on tickets. We stress that we need the form to be returned back within 12 hours before the fare changes or gets autocancelled. The fare change occurs frequently and without notice, often the airline is responsible for letting us know of the change. Most times we are not aware of the change, and you sent the form in three hours late on top of the tardiness you did not specify the other people that were traveling with you; you only said your name and “7 other people” which is not acceptable by the airline standards. Since you did not meet the qualifications to fly we could not issue your ticket. If you have any questions or concerns, please do not hesitate to call or email us at [redacted] and our knowledgeable associates will be happy to help you. Thank you & Kind regards,FareDepot Support Manager

Good afternoon,We apologize for the inconvenience. We see you have purchased our Best Price Guarantee of 9.99 with your booking on March 6, 2017 at 9:55 PM. We issued your ticket on March 7, 2017 at 12:16 AM. According to the complaints details as provided by you, we see the problem was dated for...

March 14, 2017. Our Best Price Guarantee Insurance allows your to change/cancel your booking within the same day of your booking. Although you purchased our Best Price Guarantee, you attempted to change your booking after the date booked. Attached is a copy of our Best Price Guarantee policy. Please let us know if we can clarify any more of your concerns. Best regards,FareDepot Team